Head of Technical/Customer Support

Our client is one of the most famous international product companies in the gambling industry. For more than 5 years of work, the company has created innovative solutions for the development of the client's gambling business: live casinos, payment instruments and much more. The team is focused on creating and maintaining a strong premium brand and would like to invite experienced professionals who are interested in working with top solutions to cooperate.

What are you working on?

• The name of the project(s): iGaming products
• At what stage of the project(s)? Released
• Genres: Casino
• Platforms: Mobile, Browser

Team size and structure?

60 People

For which tasks (responsibilities)?

• Oversee the day-to-day operations of the Technical Support Manager;

• Act as a senior engineer who will drive customer satisfaction through tech support;

• Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions;

• Act as a mentor and provide oversight, coaching, and training to technical support staff;

• Be the point of contact when it comes to technical escalations;

• Record and track team SLAs and workflows;

• Provide support where needed for both internal and external stakeholders;

• Manage and report on all incoming technical support inquiries;

• On-board all new technical support team members;

• Assist in the creation of the team KPIs as well as monitor and report on results;

• Monitor team performance and report on metrics;

• Ensure that all stakeholders’ inquiries and issues are solved correctly and in a prompt and professional manner;

• Work to create any relevant support material for the team;

• Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents;

• Implement any necessary preventive measures to reduce customer faults and issues;

• Review all technical support related processes and documentation for continuous improvement.

What kind of professional are we looking for?

• 3+ years of experience in a Technical Support Lead role;

• Proven experience in managing a service and support focused team culture;   

• Upper-Intermediate English (reading/writing);

• Native Ukrainian or Russian language;

• Love being the first line of support and troubleshooting issues;

• Strong analytical skills to investigate and resolve tech support tickets;       

• Web Technologies knowledge;  

• Experience in administering (troubleshooting, logs parsing, scripting etc);  

• Experience in work with web applications, CMS;  

• Advanced knowledge of SQL, Oracle/Mongo DB queries;  

• Experience in basic Linux command line interface and utilities;  

• Manage and monitor systems to drive troubleshooting;  

• Good knowledge in HTTP;  

• TCP/IP network stack;  

• Understanding of SDLC (CI/CD);  

• Experience in software development (Java/JS/PHP) will be advantage;  

Why do we enjoy working here?

• Long-term employment;

• Paid vacation and sick leaves;  

• Free English lessons;

• Sport compensation;

• Corporate events and celebrations;

• Opportunity to growth within the company;

• Great motivated team;

• Comfortable working conditions.